Customer Service Representative

We are seeking a compassionate and resilient Remote Customer Service Agent to join our team. In this role, you will be the primary point of contact for our customers, providing top-tier support and building lasting relationships. You will handle a high volume of inquiries through various channels, including email, live chat, and phone calls. Your core responsibility will be to listen to customers, understand their needs, and provide effective and efficient solutions, all while maintaining a positive and professional demeanor.

Key Responsibilities:

• Handle inbound customer inquiries and requests with professionalism and empathy, resolving issues in a timely and effective manner.
• Provide accurate and detailed information about Saaga Solve's products and services.
• Use and navigate a CRM system and other support software to document all customer interactions, feedback, and resolutions.
• Troubleshoot technical issues with customers, guiding them through step-by-step solutions with clarity and patience.
• Proactively identify customer pain points and provide feedback to product and engineering teams to help improve our offerings.
• Collaborate with team members and supervisors to ensure a consistent and high-quality customer experience.
• Meet or exceed individual and team performance metrics, including customer satisfaction scores and response times.
• Maintain a thorough understanding of all company policies, procedures, and product updates.

Required Skills and Qualifications:

• High school diploma or equivalent; a bachelor's degree is a plus.
• Minimum of 1-2 years of experience in a customer-facing role, preferably in a remote or tech-support environment.
• Excellent verbal and written communication skills in English, with a professional and friendly tone.
• Demonstrated ability to listen actively, empathize with customer issues, and handle difficult situations with grace.
• Strong problem-solving skills and a knack for finding creative solutions.
• Proficiency in using help desk software (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Exceptional time management and organizational skills to thrive in a self-managed, remote setting.
• A reliable high-speed internet connection, a quiet and dedicated workspace, and a computer with a camera for team meetings.
• Flexibility to work in different shifts, which may include evenings or weekends, to support our customers effectively.

What We Offer:

• A competitive hourly wage or salary, along with performance incentives.
• Comprehensive training and ongoing professional development to help you succeed.
• A supportive and positive team culture.
• The flexibility and convenience of working from home.
• Opportunities for career growth within the company.